Customer Loyalty / Loyalty Programs

• Enterprise Rent-A-Car Gets Customer Loyalty Right
• Loyalty Doesn't Come From a Program
• Reward Programs: Common Strategies
• Reward Programs: Continuous Rewards and Business Rules
• Reward Programs: Ratio Schedules
• Reward Programs: Interval Schedules
• Reward Programs: Use Them Competitively
• Rewarding Profitable Behavior
• Avoiding Overjustification
• Pavlovian Marketing: Keep Customers Buying After the Holidays
• Personalized Rewards and Profitable Behavior: Case Studies
• Customer Loyalty Versus Self-Service
• Create an Ineffective Loyalty Program in Two Easy Steps
• Loyalty Is Not Annual
• Building Loyalty in the Off Season
• A Membership Program for Shipping?

Usability

• Three Reasons Your Site Sucks
• More Deadly Sins of Site Design
• Seven Deadly Sins of Site Design
• Focus Groups 2.0
• Brand vs. Usability
• Error Page Best Practices
• Devolving Your Web site
• Converging Search and Browse
• Search: No Results Equal No Sale
• Building a B2B Home Page
• Creating an Effective Retail Home Page
• Horizontal Browsing
• Case Study: A Better Shopping Cart
• Effective Cross-Selling Online
• Five Barriers to Customer Entry
• E-Tail: Four More Barriers to Entry
• Audit Before You Redesign
• The ROI of Usability Analysis
• Brand-Centric vs. User-Centric Navigation
• Navigation Pages Versus Content Pages
• Who Had the Worst User Experience?
• Your Website as a Narrative: Introduction
• Your Website as a Narrative, Part 3: Call to Action (Part 2 was distributed in my newsletter.)
• Your Website as a Narrative, Part 5: The Micro-Narrative (Part 4 was distributed in my newsletter)
• Your Website as a Narrative, Part 7: Conclusion (Part 6 was distributed in my newsletter)
• Needs-based Browsing
• You say Tomato; I say T-Shirt
• Error? It Wasn't My Fault!
• Thank You For Your Order. Now, Leave!

Mass Customization

• Personalization, Meet Mass Customization
• Mass Product Customization, Continued
• Mass Customization With a Personalized Experience
• Web Analytics, Mass Customization, and Metadata Converge

Metadata

• Putting Cookies Into Context
• Using Metadata to Simplify Product Categories
• Use Metadata to Enhance Personalization
• Configurators: Using Metadata to Choose Products
• Reverse Append Your Metadata: Glean Product Correlations From User-Centric Metadata
• Web Analytics, Mass Customization, and Metadata Converge
• Finally, Merchandising Tools for Metadata

Customer Service

• The Importance of Being Earnest (With Customers)
• Smothering Me With Customer Service
• Customer Service and Criminal Psychology
• How to Screw Up Live Customer Chat (and How to Fix It)
• Customer Service: Admit you have a problem
• ASAP's Fables

Analytics

• Benchmarking Your Site With No-Cost Tools
• Widget Analytics
• Beyond Analytics: Session Instant Reply
• Creating Value
• Clickstream Analysis and E-Mail Marketing
• Does A Streamlined Site Mean Goodbye to Analytics?
• Web Analytics, Mass Customization, and Metadata Converge

Brand Marketing

• Decentralized Commerce
• Gaining Trust Online
• The Rebrand Challenge: UPS/ MBE Vs. FedEx/Kinko's
• A Brand By Any Other Name: Multi-Channel Re-branding campaigns
• Brand is in the Details

Viral/Word-of-Mouth Marketing

• Quantifying the Effects of User Reviews
• Are Viral Communities Back?
• When Viral Marketing and Householding Intersect

Corporate Issues

• Business Rules for All
• Learning From Different Industries' Best Practices
• Does Your Company Have an Ego Problem?
• Make Policies Positive
• How not to be a Stupid Vendor
• Contingency Planning: Best Practices
• Where can you find the best couscous?
• Interoperability: Play Nice With Others
• An E-Commerce Checklist for Q4
• Vendors and ASPs: Breaking the Ties That Bind

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Multi-Channel Marketing

• Add an iPhone App to Your Multichannel Strategy
• Why Multichannel Consumers Are More Loyal, Part 2.
• Why Multichannel Consumers Are More Loyal
• How to Embrace Multichannel Behavior
• Solving Channibalism: Embrace It, Then Trace It
• Lessons From Shop.org 2006
• Extending the Point of Sale Within Multichannel Companies
• A Brand By Any Other Name: Multi-Channel Re-branding campaigns
• Multi-Channel Marketing: Does Channibilism Exist?
• Think Like a Multi-Channel Company
• Embrace Multichannel Shopping
• How to Ruin a Multichannel Campaign in Five Easy Steps
• Creating a New Channel: Does Wireless Deserve Another 15 Minutes?
• A Unified Virgin

Personalization

• Personalization: A Multi-algorithmic Approach
• Geotargeting Comes of Age in E-commerce
• The Evolution of the Pop-Under Ad
• Personalization: A Primer
• Personalized Rewards and Profitable Behavior: Case Studies
• Personalization Myopia: Lessons from a Cruise Ship
• Personalized Offers for Personal Holidays
• Crafting a Personalized Subject Line
• Personalization with no budget - Part 1
• Personalization with no budget - Part 2
• Mixing Personality and Personalization
• Happy Birthday. You've Changed. Can we still be friends?
• Best/Worst "My" Sites on the Web
• Welcome Back, Mr. Lesbian!: Pitfalls of Perceived Personalization
• Zero-Budget Personalization Makeover, No. 1: A Small Travel Agent
• Designing a "My" area
• It's My Birthday. Buy me a Present.

Email Marketing

• Dynamic E-mail and Banner Ads
• Top Five E-mail Marketing Best Practices
• E-mail Marketing Without E-mail
• Analyzing Retail E-mail: Campaigns and Triggered Messages
• E-Mail Complaints? It's Your Fault
• More E-Mail Complaints: It's the ISPs' Fault
• Is E-Mail Still Important?
• Put More of Your Brand in E-Mail Marketing Campaigns
• Clickstream Analysis and E-Mail Marketing
• E-Mail: A Dialogue, Not Just Direct Marketing
• When Push Turns to Shove: E-Mail Relevancy and Frequency
• Crafting a Personalized Subject Line
• Using Artificial Intelligence in the War on Spam
• Email Marketing: More Than Just Email

Applying Science to Marketing

• Look vs. Feel
• Reward Programs: Common Strategies
• Applying Pareto's Principle to User Segmentation and Site Design
• The Law of Diminishing Returns
• Avoiding Over-justification
• Pavlovian Marketing: Keep Customers Buying After the Holidays
• Customer Service and Criminal Psychology

CRM

• Social Networking and E-mail Marketing Converge
• Customer Returns as an Acquisition Strategy
• Don't Waste Q4
• Timeliness: Set Expectations
• Creating Value
• Gaining Trust Online
• Making CRM Accessible
• Reactivation Campaigns: Reviving Your Long-Lost Customers
• Education As a CRM Tool
• CRM Without a Direct Sales Channel
• I Don't Know You: CRM for the Anonymous Browser
• Are Your Customers Lost in Translation?
• Prelaunch: Build Anticipation and Comfort
• Build Anticipation... Responsibly
• Happy Customers equal Cheaper Customers
• Consumers Are Getting Smarter. Are You?
• Not My Kind: Customers You Don't Want
• Desire Data - How to Sell Online

The Past/Future

• Out With the Old
• Walking in a Widget Wonderland
• A Widget World?
• Decentralized Commerce
• Loyalty, CRM, E-mail, User Experience and More: 2006 in Review
• Lessons From Shop.org 2006
• Interactive Trends to Watch in 2006
• Introduction: 2002 - The Year We Make Contact (with our customers)
• 2002: A year in review
• Wrapping up 2003
• 2004: Beyond the Browser?
• Viva la TiVolution!
• Does 'Minority Report' Portray a Scary Future?
• ITV's Commercials